Customer Satisfaction
In 2014 Flint Insurance surveyed existing customers to rate the overall standard of service they received from us, 98% of 3800 people surveyed rated Flint's services as extremely good. It's nice to know we deliver a premium level of customer satisfaction to our clients, we work hard at Flint to make sure you get the insurance service you require for your everyday needs.

Terms of Business - Commercial

Please use the information that follows to help you to decide if our services are right for you.

The Financial Services Authority (FSA), the independent watchdog that regulates Financial Services, requires us to provide you with certain information about us and our services.

Our Services We are an independent intermediary and we are not owned by any Insurance Company in any way. This means that we are free to focus our attention on you and make sure that when we discuss your needs with you, we can come up with the best policy for your circumstances. We will consider products from a wide range of Insurance providers, before recommending what we think is the best for you.

We will always strive to give you the best possible advice and service.

What Insurers Need from You Insurance companies always want all ‘material facts’, that is, all the information which will help them to decide whether or not to insure you. You must supply all the information they need. Incomplete or incorrect information may lead to you buying the wrong product or to the Insurer not paying a claim, so if you are in any doubt whether information is important you should ask us. If any of the facts that you supply change during the course of the Policy period you must tell us immediately as this may affect the cover and the terms and/or conditions of your cover.

Confidentiality We treat all customers’ personal information confidentially and we keep your data private in compliance with EC directives and Data Protection regulations. We shall assume that the information you give us is correct unless you tell us otherwise so don’t forget to tell us of any changes. We will only take instructions from you or your legal representative to effect or to alter a Policy and we will protect your privacy when you contact us by asking questions to make sure we are speaking to you or your legal representative and not to an unauthorised person. Calls are recorded for quality and training purposes.

Fees and Charges Our income comes from commission and from administration fees. Insurers pay us commission (a percentage of the premium you pay for your insurance): our administration fees will be shown in the paperwork we send you when we ask for a payment from you. All premiums quoted are inclusive of HM Government Insurance premium tax.

Our fees ensure that we can provide you with a first class service.

If you ask us to make changes to your Policies, like cancelling or beginning a new Policy, or renewing or changing a Policy during its lifetime, we will make an administration charge of not more than £30.00.

We will charge you £25.00 if you need us to reissue any Policy documents.

If a payment is not honoured by your bank, we will charge a £25.00 administration fee (if you are having problems meeting your payments, please discuss this with us).

If a Policy is cancelled because you have missed a payment or not given us all the information we asked for, there will be a £30.000 administration charge; additionally, we will charge our commission in full and add all remaining instalment charges.

Our charges will apply in addition to any charge your Insurer makes.

In the unfortunate event of a claim, any outstanding balance of premium on your account becomes immediately payable.

Making A Claim It is extremely important that you report all incidents as soon as they occur. Failure to do so could contravene Policy cover. Many of our Insurance providers operate a 24 hour claims helpline. Please familiarise yourself with the Policy claims procedure to ensure a smooth process in case you need to make a claim on your Policy. Your insurers may appoint a loss adjuster to deal with your claim, however you can also contact us on 0845 3711450. See Professional Claims Handlers below.

Professional Claims Handlers We encourage you to use the appointed professional claims handlers so that you have access directly to people who can deal with your claims requirements. Please remember that we are here for advice and/or assistance at any stage of the claims process, so please do not hesitate to contact us.

Tacit Renewals You will receive the details of the renewal premium within a reasonable time before the expiry of the policy. If you like the extra convenience of paying by direct debit, you can continue your payments automatically. Please contact us on or before the renewal date if you no longer wish to use direct debits.

Cancellation All Commercial Insurance policies run for a 12 month period unless otherwise stated. If you cancel the policy before expiry some Insurers may charge you for the whole year. The cost of administering a policy is similar whether it has run for a day of a year so if you, or we, cancel your policy, any refund allowed will take into account this cost. Please note - Insurers do not give cancellation refunds after a claim.

Complaints Procedure If you wish to register a complaint, please write to us;

….in writing Write to The Office Manager, CC Flint & Co Ltd,

Flint House, 5 Powerscroft Road, Sidcup, Kent. DA14 5DT

….by phone Telephone 0845 3711450

If you cannot settle your complaint with us, you may be entitled to refer your complaint to the Financial Ombudsman Service.

Financial Services Compensation Scheme (FSCS) . We are covered by the scheme and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS. Details on request.

Client Money In accordance with the FSA rules for handling client money: where Insurance has been arranged with a provider where we have ‘Risk Transfer’ we will hold money as agent of the Insurer; where Insurance has been arranged through another provider where we do not have ‘Risk Transfer’, we will hold your money in a non-statutory trust account. As we have a non-statutory trust account we may use money received from you to pay another client’s insurance .

Regulation We are authorised and regulated by the Financial Services Authority and you can check this on the FSA’s register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0845 6061234. Our reference number is 304868.

Governing Law This agreement shall be governed by the laws of England, Wales or Scotland and the parties agree herewith that any dispute arising out of it shall be subject to the (non-) exclusive jurisdiction of the relevant Court.

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